The relationship between patient's perceived waiting time and office-based practice satisfaction.

Background: The amount of waiting time a patient experiences in a primary care or specialty care outpatient setting may have an effect on patient satisfaction and may depend on other visit characteristics. We sought to investigate and quantify the association between waiting time and satisfaction outcomes in clinics belonging to the Wake Forest University Baptist Medical Center and assess how this relationship varies by time spent with the provider.

Methods: Cross-sectional survey data was collected at point of care from 18 primary and specialty care clinics at the Center Overall satisfaction with provider care, the office ratings, and willingness to return were each rated on a 0-to-10-point scale.